Just over a week ago, I ventured back to the UK for a visit.
Since I’ve been staying in Israel for the past few months, I forgot how wonderful the world of air travel can be – I am trying to use my sarcasm here.
To make a long story short, I got delayed and missed the connection I was supposed to have in Istanbul. All of this was due to the original flight being delayed and poor communication from our airline - Turkish Airlines.
As an avid traveller, I have to say the service was appalling – from the staff in Tel Aviv to the airline stewardess to the ground crew – I can’t say a positive word about any of them. They not only made us feel like we were overreacting before we boarded our flight but they also deceived us by telling us they were going to hold our connecting plane for us but didn’t. To top it all off, when we were told that we wouldn’t be flying to London that night, we ended up having to wait three hours to get transported to a hotel. It was a very unnerving and disappointing experience. As I’m sure you can imagine, I won’t be flying with this airline anytime soon.
For a full account of my adventure, I urge you to go to my new travel blog, Travelling Starfish, and read about the journey.
As I sat in the Istanbul airport the next day, waiting to finally board our flight to London, a light bulb sparked. I thought to myself – “What a good example of a bad customer service experience” and I thought, “This airline better watch out as the world is a much smaller place now than it used to be.”
Before customers could only talk of their negative experiences through traditional word of mouth, but now people can post their experiences on a host of websites, chat rooms and social networking sites.
So, what is this experiment I’m talking about?
The experiment is to see how quickly I can spread the word. Not to lower business to Turkish Airlines but to elicit a response and possibly make a company like this realize every negative customer service experience has the potential to impact their future – from a customer and revenue perspective – like never before.
The experiment begins with me writing about it...here, on my travel blog, on Facebook, on travel sites. Over the next 2 weeks, I’ll be using various social networking tools to spread the word of what happened to me and my concerns from a customer service perspective.
I’m hoping that the power of social networking will stimulate some reaction that I can share.
I’ll be posting updates on my tracked progress on the blog so stay tuned, pass it on & comment away,
Have a great marketing week,